Put a Caller on Hold Using the Softphone

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs. To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. For more information, see this Knowledge Article.

To enable your contact center users to take advantage of the latest phone channel innovations, Salesforce recommends that you modernize your experience by moving to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. See Get to Know Salesforce Voice.

To put a caller on hold, click Hold in the softphone line that is active. The Hold Time clock that shows how long the caller has been waiting automatically starts, and the circular line light icon begins to blink yellow.

• Callers are automatically put on hold whenever you initiate a call transfer, dial a number on a second line, or initiate a conference call.
• If you click Hold while on a conference, your line becomes mute but other conference participants can still speak to one another.

To resume the call, click Retrieve from Hold. If you want to end the call without retrieving the caller from hold, click End Call.

Note Some Salesforce CRM Call Center features can be unavailable with your softphone because of customizations that have been made for your organization. See your administrator for details.